Strategic Operations Lead

The Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers.

As a Strategic Operations Lead (L5) on the Customer Support team, you are a key contributor to Asana's Services & Support transformation. Reporting to the Strategic Support Operations Manager, you will own the internal Support knowledge base—the core content layer that fuels our AI-powered chatbot, self-service tools, and overall team effectiveness. You will partner cross-functionally with Support, Services, Program Management, and Product teams to translate business changes into clear documentation, while managing projects that advance our strategic operations roadmap in a fast-paced agentic environment.

This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays<sup class="superscript"